A knowledge management system for call center - apply a know-who system to call center

摘要

A Call Center which is a contact point between customer and company, is not only a front desk but also plays a vital role in increasing customer satisfaction and creating new businesses using customer feedback information. To offer quick response and high quality service to customers, information sharing function between operator and specialist is an essential function in the call center. In this paper, we discuss the possibility of introducing a Know-Who system which appoints specialists about the sharing information (FAQ etc.) by inputting the search keywords.